Fin vs. GoContact

I can't think of anything off the top of my head regarding less appropriate. However, this product is very customizable. I think with some improvement in reporting it could be better, however, I would recommend due to these types of things. I love the knowledge base and creating those help centers. I would say that it is fairly easy to set up, but once you set it up, not really knowing all the things, it's hard to go back and change, so it would be nice to have an overall idea of guidance prior to the original setup that can just be improved over time.

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GoContact is a good choice for medium and larger contact centers who deal with more than 2k calls per day for example. This software is a leader in managing Outbound Campaigns and it's easy to use. It's also suitable if you don't have a CRM and want to manage tickets and omnichannel customer service. If you just want an easy to use and easy to setup software and just making occasional outbound calls there's cheaper solutions.

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• The AI agent can answer our users' questions accurately based on the information available in our Help Center.
• Ability to set up workflows and procedures helps our team automate repetitive tasks.
• The inbox layout is clean and easy to navigate, and we can set views to suit our preferences.

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• Outbound Campaings
• Dashboards
• Scripting

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• I wish I could pull reports on the conversations that have been closed.
• I wish I could tag fin categories in addition to our live help desk conversations so I can get a good read on the types of questions users are asking.

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• External SIP Phone method
• Managing DDI's
• Workforce Management

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We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

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Intuitive is a very accurate descriptor. Features do not seem to be hidden by poor UI. Things are usually where you would expect them to be, and the UI has been designed to make it pleasant to work within the platform. The platform also scales really well. Both small and large organizations can achieve a great return on investment by using it.

Every user adapts quicky to the workspace and functionality but technically it should be easier to deal with the soft phone configuration. Team Leaders and Business Managers can get all the information they need to make decisions with a high level of usability. GoContact should think about bringing their software to an app version like their competition is doing.

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always there

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Fin is super quick and top notch.

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I can get help by asking Fin questions about itself. It answers accurately, citing its own Help Center resources with visuals. It can reason and dialogue well. But when it comes to getting human support for Fin, it is not as quick. It can sometimes take a few days. They are polite and well-meaning. Some things aren't their fault (product limitations), but there was one occasion where something took a long time to resolve with lots of back and forth but it was I who found out the error in the end that they missed, so they didn't really help resolve it.

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Their support was in fact an extension of my team since day 1 and helped us in a big way with training, set up and solving operational doubts and issues in a fast and truly interested way. Personally, I had an account manager 24/7 at my disposal without any additional charge or something. They also care about our business and provide tips so we can get better results.

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It was great. We were able to walk through step by step and get our questions answered along the way.

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The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

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Fin far surpasses these other options in platform features and capabilities. Fin allows for side-by-side use by both the Marketing and Support teams, while none of the other similar products did that well. Most platforms are designed for one or the other, not both.

Since I was looking for a solution that allowed me to move about 50 door-to-door sellers to remote telemarketing work I needed a solution that was easy and fast to set up and to manage from a distance. GoContact is a leader in massive outbound solutions and very well recommended by people in my network.

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The product is very scalable and has helped us scale our user base and onboard 10x the users in just one month. We couldn't have done it without Fin

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• New role opportunities — Using the “Fin-first” approach has reduced the workload for our Tier 1 team, giving them more time to focus on their own career growth. It’s also opened the door to a dedicated, AI-focused role, where a team member regularly reviews Fin’s answers and makes updates to help it perform even better.
• Enabling Fin has also reduced our response time and allowed us to meet SLA's.

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• Fast Implementation during COVID19
• Fair Retribution Model
• Techincal Support easy to acess

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